It’s no secret that the happier your customers are, the more successful your company will be. Speech analytics solutions help businesses use call data to enhance the customer experience. Most companies that implement speech analytics in their contact centers report significant improvements.
But what about those companies that did not have the best experience with speech analytics? We’ll explore a few reasons some solutions may not live up to their promises. We’ll also let you know what to look for if you’re considering speech analytics for your company.
The Solution Was Too Generic
No two companies – or their call centers – are exactly alike and thus have different requirements. While most speech analytics solutions offer similar features, it’s important to find one capable of meeting each company’s specific needs. This is not achievable with a generic, out-of-the-box solution with little to no flexibility, especially when those needs change over time. Instead, find a solution able to not only adjust to each individual company but evolve with it as well. With speech analytics, one size does not – and should not – fit all.
The Solution Was Not Automated
Speech analytics is more efficient and effective than manual call reviewing and scoring. But some solutions still require the user to do most of the work themselves. For instance, a solution may tabulate call scores, but users still have to manually input the call data into the system. So is it truly an improvement over manual call reviews? An automated speech analytics solution does all the heavy lifting and gets companies the results they need fast, so they can make informed business decisions.
The Solution Was Not Supported
Another reason speech analytics may have failed to live up to expectations was a lack of user support. Many solutions offer initial onboarding assistance, but then afterward leave their clients to flounder. Or they say they have 24/7 support, but this “support” does not go beyond broad online solutions with no option of speaking to a live person.
Look for a speech analytics solution that provides managed support. This means that there’s a human being you can reach out to with any questions or concerns – somebody who truly understands your business and how it works.
It’s easy to see why a less-than-stellar experience may sour a company on speech analytics. But it’s also important to understand not all solutions are equal. You need a solution and a provider that guarantees your business success. Contact us any time to find out more, or to schedule a demo of CallFinder’s speech analytics solution.
